Customer Service Call Center Agent

The Customer Service Call Center Agent supports HCA Healthcare and Parallon revenue cycle operations by handling inbound and outbound calls from patients, guarantors, and third parties. This role focuses on resolving patient account inquiries, reviewing account balances, researching billing issues, updating insurance or demographic information, requesting rebills, securing payments, and escalating complaints when needed.

This is a high-volume phone role that requires representatives to spend at least 90% of the workday on the phone. Agents must work across multiple account systems, follow department policies, meet production and quality metrics, and create a positive patient experience through active listening, professionalism, and timely resolution.

### Key Responsibilities

* Handle inbound patient account calls
* Make outbound calls when needed
* Respond to patient, guarantor, and third-party inquiries
* Review patient account information
* Research account and billing issues
* Update insurance information
* Update patient demographic information
* Request account rebills
* Secure payment on outstanding balances
* Use approved payment methods
* Document patient inquiries
* Record actions taken in account systems
* Escalate patient complaints when needed
* Follow Parallon Customer Service Organization guidelines
* Meet production and quality metrics
* Maintain compliance standards
* Work in multiple account systems and applications

### Requirements

* 1+ year customer service experience
* Ability to work at least 90% of the day on the phone
* Ability to work uninterrupted in a remote call center environment
* Ability to learn multiple account systems
* Strong communication skills
* Strong active listening skills
* Ability to handle patient concerns professionally
* Strong documentation skills
* Ability to meet performance metrics
* Ability to follow compliance guidelines

### Preferred Qualifications

* Previous call center experience
* Healthcare call center experience
* Patient account experience
* Medical billing customer service experience
* Revenue cycle customer service experience
* Collections experience
* Insurance update or rebill experience

### Benefits

* Medical insurance
* Prescription drug coverage
* Dental insurance
* Vision insurance
* Behavioral health services
* Telemedicine services
* Free counseling and referral services
* Paid time off
* Paid family leave
* Short-term disability
* Long-term disability
* 401(k) with company match
* Employee stock purchase plan
* Flexible spending accounts
* Tuition assistance
* Student loan assistance
* Certification support
* Dependent scholarships
* Fertility and family building benefits
* Adoption assistance
* Life insurance
* Legal counseling
* Identity theft protection
* Employee discounts

### Phone Level Breakdown

* Inbound calls: Very High
* Outbound calls: Moderate
* Patient billing inquiries: Very High
* Payment collection calls: High
* Account research: Moderate
* Documentation: Moderate
* Back-office work: Low

### Best Fit For

Candidates with experience in healthcare customer service, patient accounts, call center support, billing inquiries, payment collection, insurance updates, demographic updates, revenue cycle support, and high-volume phone environments.

### Not Ideal For

Candidates seeking non-phone, back-office, data entry, medical records, payment posting, claims processing, or documentation-focused roles.